Popular on TelAve
- L.A. County Board of Supervisors Recognizes Amapola Market for Outstanding Community Philanthropy
- Jones Sign Unveils Jones Vision LED Displays
- Le trio français de Punk-Metal Psychédélique Joe La Truite signe un contrat de management international
- Purfresh Clean launches its new "SPACE" product - An innovative technology restaurants are using to get rid of their rat and mice problems
- Speranza Dental Implant Center's New Website Launch!
- Century Fasteners Corp. Receives Accreditation to AS9120B Quality Management Systems
- Big News!! Best Sac Homes Group Partners with LPT Realty
- LIB Empowers Uzbekistan's Automotive Industry: A New Era of Quality Assurance
- Axiros' Founder Gunther Klessinger Takes on CTO Role to Lead Axiros into a New Era of Technology
- New Release: Kannazuki, Vol. 1: The Beast Of Akune Shakes Up the Fantasy Genre!
Similar on TelAve
- S2C Launches Prodigy S8-100 Series: 100M Gate FPGA Prototyping for AI and HPC
- Vantiva Announces Plan to Sell its Supply Chain Solutions Division to Funds Managed by Variant Equity
- Introducing AX USP 3.0: Axiros' Latest Advancement in TR-369/USP Technology
- Axiros' Founder Gunther Klessinger Takes on CTO Role to Lead Axiros into a New Era of Technology
- The Computer Works Secures Growth Capital to Expand Fiber Connectivity
- Data SIM Card for Saudi Arabia Stay Connected with eSIMs
- New Case Study: 37 Years of Improving Emergency Communications at Rush Copley Medical Center
- White paper by Cellhire details hidden risks of using mobile broadband SIMs in IoT security devices
- BroadSource, Cisco and ConnectEast Keep Melbourne Moving
- Patton Releases new Data Diode Software to Control Data Transport over Secure One-Way Data Diodes
Sytel Automates the Contact Center
TelAve News/10825721
Sytel, a UK-based vendor of a Contact Center as a Service (CCaaS) cloud platform, has predicted that as automation is introduced to manage service levels in the contact center, the need for supervisor intervention will be reduced by 90%+.
AYLESBURY, U.K. - TelAve -- The claim is made as Sytel release their Sytel Real-Time Automation (SRA) solution, which automatically assigns agents to work on queues where the service level is under threat, no matter what the media type.
Sytel CEO Michael McKinlay commented "Automation of inbound operations is a logical step forward. What is surprising is that it has taken the industry until now to achieve it.
"Does SRA put supervisors out of a job? Automation will do some of the work supervisors currently do, and do it much more efficiently. But no supervisor wants to spend their time stressing about where to pull agents from to help a struggling queue. Automation frees supervisors for higher value tasks, like coaching, encouraging their teams and quality monitoring."
More on TelAve News
McKinlay continued "This job has become increasingly complex, even impossible. That's especially true for larger contact centers needing to manage customer engagements across voice as well as web chat, email, SMS, WhatsApp, etc."
"The best answer? Automation! SRA is making the best possible decisions automatically, literally second by second, so that any supply/ demand imbalance is shared between queues, and no single service level falls off a cliff. Automated service level management ensures that no agent time is wasted, keeps wait times for customers low, and, crucially, offers supervisors freedom from the stress of managing service levels manually.
"It's a big win for the power of AI and a huge win for CX as customer wait times are now kept under control," said McKinlay.
JRC in Brazil has been an enthusiastic user of Sytel's automation solutions for several years. JRC provide a wide range of products and services to support major national infrastructure projects. JRC CEO Jose Rubens Cavalari commented:
More on TelAve News
"Our customers love the way Sytel Real-Time Automation solves, once and for all, the issue of how to control SLAs and customer wait times in a busy contact center. They have been waiting for this product for years; how come it took so long!?"
Nielsen, a leader in global market research, have used the Sytel AI Dialer™ for a decade to drive their CATI operations. Nielsen's Senior Director of Technology Patrick Kirk commented:
"Sytel have done a stellar job of automating the outbound contact center. They are bringing the same expertise to automating the inbound center and this is simply a game-changer."
To see SRA in action, see https://sytel.com/capabilities/dynamic-workforce-management/real-time-automation-a-simulation/
For a free trial, email Sytel at info@sytel.com
Follow Sytel on LinkedIn
Web - https://sytel.com/
Sytel CEO Michael McKinlay commented "Automation of inbound operations is a logical step forward. What is surprising is that it has taken the industry until now to achieve it.
"Does SRA put supervisors out of a job? Automation will do some of the work supervisors currently do, and do it much more efficiently. But no supervisor wants to spend their time stressing about where to pull agents from to help a struggling queue. Automation frees supervisors for higher value tasks, like coaching, encouraging their teams and quality monitoring."
More on TelAve News
- Electroshock and Antidepressants: Hidden Dangers in Misdiagnosed Holiday Blues
- Wisconsin People's Party backs Amazon unionization amid CEO wealth surge
- Donna Fitzgerald of Georgia Documentary Filmmaker, Entrepreneur, and Veterans Advocate
- Somebody's Husband by Robbi Renee Earns Early Acclaim for Its Powerful Exploration of Love, Loss, and Healing
- Nebul Collaboration to Employ NVIDIA Cutting Edge AI Tech with Established GEDi CUBE Paradigm Shift for Early Disease Detection: Stock Symbol: RENB
McKinlay continued "This job has become increasingly complex, even impossible. That's especially true for larger contact centers needing to manage customer engagements across voice as well as web chat, email, SMS, WhatsApp, etc."
"The best answer? Automation! SRA is making the best possible decisions automatically, literally second by second, so that any supply/ demand imbalance is shared between queues, and no single service level falls off a cliff. Automated service level management ensures that no agent time is wasted, keeps wait times for customers low, and, crucially, offers supervisors freedom from the stress of managing service levels manually.
"It's a big win for the power of AI and a huge win for CX as customer wait times are now kept under control," said McKinlay.
JRC in Brazil has been an enthusiastic user of Sytel's automation solutions for several years. JRC provide a wide range of products and services to support major national infrastructure projects. JRC CEO Jose Rubens Cavalari commented:
More on TelAve News
- The Curtain Rose on the 2025 Awards Season in Dazzling Style as the Society of Voice Arts and Sciences Celebrated its 11th Annual Voice Arts® Awards
- Industry-Changing Multi-Benefit Service Platform for Technology Systems & AI Smart Devices Drives; 218% Revenue Growth for Tekumo: Stock Symbol: TKMO
- Twin Brothers Debut "Tuning to the Soil-ed Seed Vibrations For Our Collective Health" In 3 Formats (Paperback, Hardcover & EPUB) On 19 Dec. 2024
- NaturismRE: Advocating for Health, Freedom, and a Harmonious Future Rooted in Nature
- Vantiva Announces Plan to Sell its Supply Chain Solutions Division to Funds Managed by Variant Equity
"Our customers love the way Sytel Real-Time Automation solves, once and for all, the issue of how to control SLAs and customer wait times in a busy contact center. They have been waiting for this product for years; how come it took so long!?"
Nielsen, a leader in global market research, have used the Sytel AI Dialer™ for a decade to drive their CATI operations. Nielsen's Senior Director of Technology Patrick Kirk commented:
"Sytel have done a stellar job of automating the outbound contact center. They are bringing the same expertise to automating the inbound center and this is simply a game-changer."
To see SRA in action, see https://sytel.com/capabilities/dynamic-workforce-management/real-time-automation-a-simulation/
For a free trial, email Sytel at info@sytel.com
Follow Sytel on LinkedIn
Web - https://sytel.com/
Source: Sytel Limited
Filed Under: Telecom
0 Comments
Latest on TelAve News
- Men at 63 and Their Three Daily Battles
- Disabled Homeless Veteran Bryan Corrigan launches 'TRUMP TEAM TRANSPORT' to empower and revitalize Salt Lake City's economy
- The Ripple Effect Arts Launches Revolutionary Organic Wild Yam Cream Following Viral Success
- Discover a Community of Love and Spiritual Growth: Join Unity of Las Vegas Church Today
- Plan Ahead for a 2025 Florida Keys Vacation and Save 15 Percent with KeysCaribbean's 90-Day Advance Purchase Discount
- Axiros' Founder Gunther Klessinger Takes on CTO Role to Lead Axiros into a New Era of Technology
- Macy Alex Photography Hosts Art Showcase and Fundraiser Benefiting Giving Grace
- ONI KAI NINJUTSU Opens Flagship Martial Arts Dojo in Pollock Pines, CA
- The Shot Heard Around the Business World – And the Heroes of American Business
- CUMIC Listed Among Forbes China Go-International Top 30 Brand
- HoverGrease 2 Kicks Off their Steam Wishlist Page with a Surprise Reveal Trailer
- Work 365 Now Available on Pax8 Marketplace, Empowering MSPs with Enhanced CSP Management
- VerifyTreatment Expands Its Salesforce Functionality with Cyntexa's Expertise
- Events by Dubsdread Offerings Go Beyond Weddings
- Century Fasteners Corp. Receives Accreditation to AS9120B Quality Management Systems
- Material Capital Partners Closes Financing for 170-Unit Build-For-Rent Community in Brunswick, Georgia
- The Computer Works Secures Growth Capital to Expand Fiber Connectivity
- New Release: Kannazuki, Vol. 1: The Beast Of Akune Shakes Up the Fantasy Genre!
- Now Shipping Epson ColorWorks CW-C8000 Color Label Printers Across the USA and Canada
- Purfresh Clean launches its new "SPACE" product - An innovative technology restaurants are using to get rid of their rat and mice problems